One in five financial services providers regularly lose customer documentation and one-third of IFAs have to wait three or four weeks for firms to process documents, suggests a poll of advisers.
Software provider Vignette conducted a survey of 60 advisers to discover IFAs wait an average 16 days for providers to process documents while 7% regularly advise clients it may take up to eight weeks to get a response from “ill-equipped” providers. Although the study questions only a handful of firms, 58% of respondents said the apparently disorganised manner of firms negatively affects their reputations in the marketplace. An aggregated, web-based view of all personal finance documents which increase customer self-service, suggests almost eight out of ten advisers (79%) however, IFA...
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